About the Tutorial

[Pages:20]Microsoft Dynamics CRM

About the Tutorial

Microsoft Dynamics CRM is a customer relationship management software package developed by Microsoft, focusing on enhancing customer relationships for any organization. It is one of the leading industry-standard CRM software available in market. The product focuses mainly on Sales, Marketing, and Customer Service sectors, however Microsoft has been marketing Dynamics CRM as an XRM platform and has been encouraging partners to use its proprietary (.NET based) framework to customize it.

Audience

This tutorial is targeted for Microsoft Dynamics CRM developers beginning to learn Dynamics CRM or developers who are looking for a specific functionality of the product. This tutorial will bring you to the intermediate level of knowledge in Microsoft Dynamics CRM covering all the important aspects with complete hands-on experience.

Prerequisites

Microsoft Dynamics CRM is a product that runs completely on the Microsoft technology stack (, IIS, Microsoft Office, etc.). Hence, basic knowledge of and C# (or ) is needed. Also, this tutorial assumes that you already have Visual Studio software installed on your system.

Disclaimer & Copyright

Copyright 2018 by Tutorials Point (I) Pvt. Ltd. All the content and graphics published in this e-book are the property of Tutorials Point (I) Pvt. Ltd. The user of this e-book is prohibited to reuse, retain, copy, distribute or republish any contents or a part of contents of this e-book in any manner without written consent of the publisher. We strive to update the contents of our website and tutorials as timely and as precisely as possible, however, the contents may contain inaccuracies or errors. Tutorials Point (I) Pvt. Ltd. provides no guarantee regarding the accuracy, timeliness or completeness of our website or its contents including this tutorial. If you discover any errors on our website or in this tutorial, please notify us at contact@.

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Table of Contents

About the Tutorial....................................................................................................................................i Audience ..................................................................................................................................................i Prerequisites ............................................................................................................................................i Disclaimer & Copyright.............................................................................................................................i Table of Contents ....................................................................................................................................ii

1. MICROSOFT DYNAMICS CRM OVERVIEW..........................................................................1

Microsoft Dynamics CRM ........................................................................................................................1 Product Offerings ....................................................................................................................................1 Accessing CRM ........................................................................................................................................2 Product Competitors ...............................................................................................................................3 Product Versions .....................................................................................................................................3

2. MICROSOFT DYNAMICS CRM ENVIRONMENT ..................................................................4

Setting Up Microsoft Dynamics CRM Online Account..............................................................................4 Downloading CRM SDK ...........................................................................................................................7

3. MICROSOFT DYNAMICS CRM FUNCTIONAL MODULES .....................................................8

Understanding CRM Functional Modules ................................................................................................8 Navigating CRM Work Areas ...................................................................................................................9 Sales Module.........................................................................................................................................11 Marketing Module ................................................................................................................................11 Service Management Module ...............................................................................................................12 Activity Management............................................................................................................................12

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4. MICROSOFT DYNAMICS CRM ENTITIES &RECORDS.........................................................14

What is an Entity? .................................................................................................................................14 Creating a New Entity............................................................................................................................14 Creating Records ...................................................................................................................................18 Accessing Records .................................................................................................................................20 Updating Records..................................................................................................................................21 Deleting Records ...................................................................................................................................22

5. MICROSOFT DYNAMICS CRM FIELDS ..............................................................................24

Field Types ............................................................................................................................................24

6. MICROSOFT DYNAMICS CRM FORMS .............................................................................26

Adding Fields on Form...........................................................................................................................26

7. MICROSOFT DYNAMICS CRM SEARCHING ......................................................................36

Quick Search .........................................................................................................................................36 Advanced Search...................................................................................................................................37 Saving Custom View ..............................................................................................................................39

8. MICROSOFT DYNAMICS CRM WEB RESOURCES..............................................................40

Uses of Web Resources .........................................................................................................................40 Types of Web Resources .......................................................................................................................41 Accessing Web Resources for Any Entity ...............................................................................................41

9. MICROSOFT DYNAMICS CRM JSCRIPT WEB RESOURCES.................................................43

Applications of JavaScript in CRM .........................................................................................................43 Xrm.Page Object Model ........................................................................................................................44 Collections ............................................................................................................................................45 Supported Events in Form Programming ...............................................................................................45

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Form Programming Example .................................................................................................................46

10. MICROSOFT DYNAMICS CRM HTML WEB RESOURCES....................................................57

Applications of HTML Web Resources ...................................................................................................57 HTML Web Resource Example...............................................................................................................57

11. MICROSOFT DYNAMICS CRM WORKFLOW PROCESSES ..................................................65

Synchronous/Asynchronous Workflow .................................................................................................65 Workflow Messages ..............................................................................................................................65 Workflow Scope ....................................................................................................................................66 Workflow Steps.....................................................................................................................................66 Workflow Example................................................................................................................................67 Workflow vs Plugin ...............................................................................................................................75

12. MICROSOFT DYNAMICS CRM PLUGINS...........................................................................77

Event Framework ..................................................................................................................................77 Plugin Pipeline Stages ...........................................................................................................................77 Plugin Messages....................................................................................................................................78 Writing Plugin .......................................................................................................................................79 Signing the Plugin Assembly..................................................................................................................84 Exception Handling in Plugins ...............................................................................................................86

13. MICROSOFT DYNAMICS CRM PLUGIN REGISTRATION.....................................................87

Connecting to the Server.......................................................................................................................87 Registering the Assembly ......................................................................................................................89 Registering the Plugin ...........................................................................................................................92 Testing the Plugin..................................................................................................................................95

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14. MICROSOFT DYNAMICS CRM WEB SERVICES..................................................................97

IDiscoveryService Web Service..............................................................................................................97 IOrganizationService Web Service .........................................................................................................97 IOrganizationService Web Service Methods ..........................................................................................98 Web Service Example ............................................................................................................................98

15. MICROSOFT DYNAMICS CRM SOLUTIONS.....................................................................105

Types of Solutions ...............................................................................................................................105 Solution Components..........................................................................................................................106 Creating a Solution..............................................................................................................................108 Exporting a Solution ............................................................................................................................109 Importing a Solution ...........................................................................................................................112 Conflict Resolution ..............................................................................................................................114

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1. Microsoft Dynamics CRM Overview Microsoft Dynamics CRM

Customer Relationship Management (CRM) is a system for managing a company's interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. CRM can help reduce costs and increase profitability by organizing and automating business processes that nurture customer satisfaction and loyalty.

Microsoft Dynamics CRM

Microsoft Dynamics CRM is a customer relationship management software package developed by Microsoft focused on enhancing the customer relationship for any organization. Out of the box, the product focuses mainly on Sales, Marketing, and Customer Service sectors, though Microsoft has been marketing Dynamics CRM as an XRM platform and has been encouraging partners to use its proprietary (.NET based) framework to customize it. In recent years, it has also grown as an Analytics platform driven by CRM.

The CRM Solution can be used to drive the sales productivity and marketing effectiveness for an organization, handle the complete customer support chain, and provide social insights, business intelligence, and a lot of other out-of-the-box functionalities and features. As a product, Microsoft Dynamics CRM also offers full mobile support for using CRM apps on mobiles and tablets.

As of writing this tutorial, the latest version of CRM is CRM 2016. However, in this tutorial we will be using CRM 2015 Online version as it is the latest stable version as well as frequently used in many organizations. Nevertheless, even if you are using any other versions of CRM, all the concepts in the tutorial will still hold true.

Product Offerings

Microsoft Dynamics CRM is offered in two categories:

CRM Online

CRM Online is a cloud-based offering of Microsoft Dynamics CRM where all the backend processes (such as application servers, setups, deployments, databases, licensing, etc.) are managed on Microsoft servers. CRM Online is a subscription-based offering which is preferred for organizations who may not want to manage all the technicalities involved in a CRM implementation. You can get started with setting up your system in a few days (not weeks, months or years) and access it on web via your browser.

CRM On-Premise

CRM on-premise is a more customized and robust offering of Microsoft Dynamics CRM, where the CRM application and databases will be deployed on your servers. This offering allows you to control all your databases, customizations, deployments, backups, licensing and other network and hardware setups. Generally, organizations who want to go for a customized CRM solution prefer on-premise deployment as it offers better integration and customization capabilities.

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From the functional standpoint, both the offerings offer similar functionalities; however, they differ significantly in terms of implementation. The differences are summarized in the following table.

CRM Online

CRM On-premise

This is a cloud-based solution provided by This is an on-premise solution provided by

Microsoft in which all the servers and Microsoft in which the servers and

databases are managed by Microsoft.

databases are managed by the customer.

You can get started with an online Setting up an on-premise offering needs offering in a matter of few days. You pay technical skills as well as sufficient time to for the users and used space on-the-go. setup the CRM instance and get it running.

It supports relatively less customizations It supports relatively more customization

and extensions.

and extensions.

CRM Online does not give the ability to perform manual data backup and restore options, since the database is hosted on Microsoft servers. However, Microsoft performs daily backups of the database.

CRM on-premise gives complete ability to manage your database.

CRM Online has various plans based on CRM on-premise does not have any such

the data storage limits such as 5GB, 20 limits on storage size, since the data exists

GB, etc.

on your own servers.

CRM Online provides inbuilt capabilities of features such as insights, social listening, analytics, etc.

CRM on-premise has extra costs for these features.

CRM Online supports automatic updates CRM on-premise updates need to be

to future version.

installed by the administrator.

Accessing CRM

Microsoft Dynamics CRM can be accessed via any of the following options: Browser Mobile and Tablets Outlook

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